Correlation of Service Quality and Patient Satisfaction at Puskesmas Baki, Sukoharjo in 2017

Abstract

Quality health center services will have an impact on community satisfaction with the services provided. Satisfaction felt by the community is an indicator to assess the success of a service at a health facility such as a health center. This study aims to analyze service quality and patient satisfaction at the Baki Health Center, Sukoharjo Regency. The study used an analytic research design with a cross sectional design. The independent variable was service quality, while the dependent variable was patient satisfaction. The population in this study was the recapitulation of patients in the General Polyclinic and the sample was taken from an average of 56 patient visits per day. The sampling technique used was accidental sampling. Data collection using a questionnaire. The data analysis used was Spearman's Rho because the data is not normally distributed. The results of data analysis showed a p value (0.034) <0.05 (r = 0.802) which means that there was a significant relationship in a positive direction between the variables of service quality and patient satisfaction. The conclusion in this study is that there was a very strong and positive relationship between service quality variables and patient satisfaction.